Handle inbound queues, run outbound campaigns, manage agents in real time, and give supervisors the visibility they need — all from a single cloud platform with no on-premise infrastructure.
From the caller waiting in queue to the supervisor reviewing yesterday's reports — every role has the tools they need.
Route incoming calls into prioritized queues by skill, department, or campaign. Callers get position announcements and estimated wait times automatically.
→ Call QueuesBuild and run outbound calling campaigns with configurable dial rules, compliance controls, and per-campaign reporting to track every call outcome.
Match every caller to the agent with the right skills. Define skill levels per agent, set routing logic by queue, and let the system handle the matching automatically.
→ Skills-Based RoutingListen to live calls silently, whisper guidance to agents without the caller hearing, or barge in when the situation needs direct intervention — all from the supervisor console.
→ Call MonitoringLive dashboards show queue depth, agent status, service levels, and handle time. Historical reports let managers identify patterns and improve over time.
→ Call AnalyticsRecord all calls or configure selective recording by queue, campaign, or agent. Recordings are accessible from the analytics interface for QA review.
→ Call RecordingA contact center supervisor's job is to keep service levels up and agents performing at their best. My Call Connect gives supervisors a live wallboard, agent-level drill-down, and real-time coaching tools in the same interface.
A configurable real-time display shows queue lengths, agent states, SLA status, and trending metrics. Put it on a screen for the whole team to see.
Talk directly to your agent mid-call — the caller hears nothing. Guide a new rep through a difficult conversation without stepping on the call.
Slice call data by queue, agent, time range, or outcome. Export reports in standard formats for workforce management, payroll, or compliance review.
MCC Contact Center is a cloud contact center platform for managing the full lifecycle of customer-facing voice interactions — from the moment a call arrives to the point where a supervisor reviews the outcome. It provides the queue management, agent workflow, routing logic, and reporting that a customer service or support operation requires.
Unlike a standard business phone system, Contact Center is structured around agent groups, skill assignments, queues, and operational KPIs. It is designed for teams where customer interactions are a primary function — not a secondary activity.
MCC Contact Center handles inbound queues and supports outbound campaigns. For high-volume outbound sales dialing, MCC also provides a dedicated Sales Dialer.
Route incoming customer calls through IVR, assign them to appropriate queues, and connect each caller to the right agent. Supervisors monitor in real time. Reports track queue performance over time.
Run outbound calling campaigns from within Contact Center, with dial rules, compliance controls, and per-campaign reporting. For sales teams requiring power dialing and CRM integration, MCC Sales Dialer is the dedicated outbound sales product.
Three related but distinct MCC products — understanding each one prevents overlap.
The core contact center platform — queues, routing, monitoring, reporting. Human agents handle customer interactions. Supervisors manage performance. The starting point for any contact center deployment.
You are hereAdds real-time AI assistance to live human-agent calls: transcription, sentiment analysis, knowledge surfacing, and automated post-call summaries. Works alongside Contact Center — agents handle the call, AI handles documentation.
See AI Contact Center →AI voice and chat agents that handle routine customer enquiries end-to-end — without routing to a human agent. Designed for always-on handling of FAQs, account queries, and scheduling, with escalation to a live agent when needed.
See AI Agents →The terms are often used interchangeably, but they describe different operational models. Understanding the distinction helps teams choose the right infrastructure.
A cloud contact center is a call center with broader channel coverage, cloud infrastructure, and modern analytics. If your team handles customer interactions across more than just phone calls — or if your agents work remotely — a cloud contact center is the appropriate platform.
Both products handle voice calls. Contact Center adds structured operations for customer-facing teams.
Add WhatsApp, Instagram, Facebook Messenger, Telegram, SMS, email, and website chat alongside voice — agents handle every channel from one inbox with shared customer history.
Deploy AI voice and chat agents that resolve routine requests before they reach the queue — FAQs, scheduling intake, and lead qualification handled autonomously.
Extend inbound contact center with outbound preview, progressive, and predictive dialing campaigns — all managed from the same platform and admin portal.
Businesses running large inbound operations use these tools for queue management and supervisor monitoring — see how businesses use MCC.
Evaluating contact center platforms? See how MCC compares: MCC vs Five9, MCC vs Genesys, MCC vs Talkdesk.
MCC Contact Center is suited for organisations where customer interactions are a primary operational function.
Inbound support operations handling billing queries, technical issues, and account management — where queue management, routing, and first-contact resolution are the core priorities.
Outbound calling campaigns, follow-up sequences, and sales operations requiring dial rules, campaign reporting, and agent performance visibility from a single platform.
Business process outsourcers managing multiple client campaigns need queue separation, per-campaign reporting, and supervisor monitoring tools across concurrent operations.
Teams handling customer contacts across voice, chat, and messaging who need a unified inbox so agents manage all channels in one interface without switching between tools.
Organisations requiring call recording, supervisor monitoring, and documented interaction outcomes for compliance and quality assurance purposes.
Contact centers with agents working across multiple locations or from home — where a cloud deployment removes the on-premise hardware dependency without reducing supervisor visibility.
Contact Center pricing depends on the number of agent seats, channels required (voice, omnichannel, or AI-assisted), and deployment requirements. Contact MCC for current pricing based on your team size and configuration.
View Pricing Or request a demoContact center operations typically require connectivity with CRM systems, helpdesk platforms, and ticketing tools — so agents have customer context available during interactions and interaction records flow into downstream systems automatically.
Contact MCC to confirm which integrations are available for your existing tools and what the configuration requirements are for your deployment.
Confirm integration availabilityThese are the areas that matter most when comparing contact center platforms. Use them to build a consistent evaluation across vendors.
| Evaluation Area | What to Consider |
|---|---|
| Channels | Which customer contact channels are required — voice only, or voice plus chat, messaging, and email. Confirm each channel is supported in the base deployment, not an add-on tier. |
| Routing | Whether the platform supports the routing logic your operation needs: skills-based routing, time-of-day routing, priority queuing, and overflow handling. |
| Supervisor tools | Live monitoring (listen, whisper, barge), real-time dashboards, and the ability to intervene in active interactions. Critical for quality assurance and agent training. |
| AI capabilities | Whether AI assistance (transcription, sentiment, agent assist) and autonomous AI agents are available on the same platform — and how they are licensed. |
| Analytics & reporting | The depth of real-time dashboards and historical reporting. Consider whether reports can be filtered by queue, agent, campaign, and time range, and exported in standard formats. |
| Deployment | Whether the platform is cloud-native with no on-premise hardware requirement, and what the typical deployment and onboarding timeline is for your team size. |
| Integrations | CRM, helpdesk, and ticketing system connectivity. Confirm which integrations are available and whether they require custom development or are supported out of the box. |
| Pricing model | Per-seat, per-interaction, or usage-based. Understand what is included at each tier and what triggers additional cost — particularly for AI features and additional channels. |
See how My Call Connect gives your team the tools to deliver better service, at scale.